Jamie Burton

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Judy ZolkiewskiAlliance Manchester Business School, University of ManchesterVerified email at manchester.ac.uk
Chris RaddatsReader in Marketing, University of LiverpoolVerified email at liv.ac.uk
Vicky M. StoryProfessor of Marketing, Loughborough UniversityVerified email at lboro.ac.uk
Thorsten GruberProfessor of Marketing and Service Management, Centre for Service Management (CSM), LoughboroughVerified email at lboro.ac.uk
Tim BainesProfessor of Operations Strategy & Executive Director of the Advanced Services GroupVerified email at aston.ac.uk
Babis TheodoulidisVerified email at theodoulidis.net
Dominic MedwayProfessor of Marketing, Institute of Place Management, Manchester Metropolitan UniversityVerified email at mmu.ac.uk
Christian KowalkowskiProfessor of Industrial Marketing, Linköping University; Research Fellow, Hanken School of EconomicsVerified email at liu.se
Francisco Villarroel OrdenesFull Professor of Marketing, Alma Mater Studiorum - University of BolognaVerified email at unibo.it
Francis ButtlePrincipal (retired), Francis Buttle and Associates, formerly Professor, Macquarie Graduate School ofVerified email at francisbuttle.com.au
Karim SidaouiRadboud UniversityVerified email at ru.nl
Heiko GebauerEAWAGVerified email at eawag.ch
Mohamed ZakiDeputy Director Cambridge Service AllianceVerified email at cam.ac.uk
Linda D PetersUniverstiy of nottinghamVerified email at nottingham.ac.uk
Lisa OMalleyProfessor of Marketing, Kemmy Business School, University of LimerickVerified email at ul.ie
Edward CrowleyAssistant Professor, Southeast Missouri State UniversityVerified email at semo.edu
Ken BatesLecturer in Accounting, Vivtoria University of WellingtonVerified email at vuw.ac.nz
Marv KhammashMarketing Faculty, University of SussexVerified email at sussex.ac.uk
Scott WagstaffAlliance Manchester Business SchoolVerified email at postgrad.manchester.ac.uk
Ali Ziaee BigdeliProfessor of Industrial Service Innovation at Aston Business SchoolVerified email at aston.ac.uk

Jamie Burton

Professor of Marketing, Management Sciences and Marketing Division, Alliance Manchester

Verified email at manchester.ac.uk - Homepage

services (digital) servitization customer experience engagement digital service innovation


Title Sort by citations Sort by year Sort by title	Cited by Cited by	Year
Servitization: A contemporary thematic review of four major research streams C Raddats, C Kowalkowski, O Benedettini, J Burton, H Gebauer Industrial Marketing Management 83, 207-223, 2019	539	2019
Does service failure influence customer loyalty? F Buttle, J Burton Journal of Consumer Behaviour: an international research review 1 (3), 217-227, 2002	429	2002
Capabilities for advanced services: A multi-actor perspective VM Story, C Raddats, J Burton, J Zolkiewski, T Baines Industrial Marketing Management 60, 54-68, 2017	355	2017
Analyzing Customer Experience Feedback Using Text Mining: A Linguistics-Based Approach FV Ordenes, B Theodoulidis, J Burton, T Gruber, M Zaki Journal of Service Research 17 (3), 278-295, 2014	304	2014
Why do people read reviews posted on consumer-opinion portals? J Burton, M Khammash New Developments in Online Marketing, 51-75, 2013	227	2013
Strategic B2B customer experience management: the importance of outcomes-based measures J Zolkiewski, V Story, J Burton, P Chan, A Gomes, P Hunter-Jones, ... Journal of Services Marketing 31 (2), 172-184, 2017	222	2017
Characterizing Customer Experience Management in Business Markets L Witell, C Kowalkowski, H Perks, C Raddats, M Schwabe, O Benedettini, ... Journal of Business Research, 2019	197	2019
Motivations for servitization: the impact of product complexity C Raddats, T Baines, J Burton, VM Story, J Zolkiewski International Journal of Operations & Production Management 36 (5), 572-591, 2016	196	2016
Interactively developed capabilities: evidence from dyadic servitization relationships C Raddats, J Zolkiewski, VM Story, J Burton, T Baines, A Ziaee Bigdeli International Journal of Operations and Production Management 37 (3), 382-400, 2017	153	2017
Resource configurations for services success in manufacturing companies C Raddats, J Burton, R Ashman Journal of Service Management 26 (1), 97-116, 2015	147	2015
AI feel you: customer experience assessment via chatbot interviews K Sidaoui, M Jaakkola, J Burton Journal of Service Management 31 (4), 745-766, 2020	125	2020
Overcoming the challenges that hinder new service development by manufacturers with diverse services strategies J Burton, J., Story, V., Raddats, C. and Zolkiewski International Journal of Production Economics, 2017	105	2017
Exploring the impact of customer feedback on the well-being of service entities: A TSR perspective L Nasr, J Burton, T Gruber, J Kitshoff Journal of Service Management 25 (4), 531-555, 2014	102	2014
Strategy and structure configurations for services within product‐centric businesses C Raddats, J Burton Journal of Service Management, 2011	97	2011
Accounting is from Mars, Marketing is from Venus: Establishing common ground for the concept of Customer Profitability R Gleaves, J Burton, J Kitshoff, K Bates, M Whittington The Marketing/Accounting Interface (Key Issues in Marketing Management), 2012	86*	2012
Capabilities supporting digital servitization: a multi-actor perspective É Marcon, A Marcon, NF Ayala, AG Frank, V Story, J Burton, C Raddats, ... Industrial Marketing Management 103, 97-116, 2022	69	2022
Identifying Tensions in the Servitized Value Chain: If servitization is to be successful, servitizing firms must address the tensions the process creates in their value network. J Burton, V Story, J Zolkiewski, C Raddats, TS Baines, D Medway Research-Technology Management 59 (5), 38-47, 2016	68	2016
Using qualitative research to refine service quality models J Burton, C Easingwood, JA Murphy Qualitative Market Research: An International Journal 4 (4), 217-223, 2001	64	2001
A positioning typology of consumers’ perceptions of the benefits offered by successful service brands J Burton, C Easingwood Journal of Retailing and consumer services 13 (5), 301-316, 2006	61	2006
Developing a deeper understanding of positive customer feedback L Nasr, J Burton, T Gruber Journal of Services Marketing 32 (2), 142-160, 2018	55	2018

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